Press & Media
Enterasys Wins Prestigious Customer Service Award
Andover, Mass., Mar 02, 2010
Networking and Security Company Recognized for Customer Focus and Technology Automation with 2010 CRM Magazine Elite Award
Andover, Mass. – March 2, 2010 – Enterasys, the network infrastructure and security division of Siemens Enterprise Communications, today announced that its Global Technical Services organization has been named a winner of a 2010 CRM Elite Award in the Workforce Optimization Suite category. Each year, CRM magazine honors the vendors, consultants, and end-user companies that focus on customer relationships and the customer experience through the sophisticated integration of people, processes, and technologies.
“Enterasys is proud to be recognized as a customer relationship management leader,” said Vala Afshar, vice president of Global Technical Services for Enterasys. “Our innovative use of CRM technologies has helped us extend our industry-leading customer support and achieve an overall customer satisfaction rate of 97 percent and a first-person resolution rate of 94 percent, each of which significantly exceeds industry averages.”
Enterasys captured the “Outstanding Workforce Optimization Suite” category based on achievements its Global Technical Assistance Center (GTAC) made through Salesforce CRM and Service Cloud 2 applications, including the streamlining of critical global sales and customer data in multiple languages and currencies. Enterasys also customized the chosen cloud applications to provide customers and partners with enhanced service visibility via direct access to on-demand dashboards of their technical support contact history. By combining the use of leading software technology with long-tenured support staff and an in-sourced support model, Enterasys has become a favorite technology vendor of customers and partners alike.
“While we are very satisfied with the performance of Enterasys solutions, we are even more pleased with the personalized, high-touch service and support we’ve consistently received from the Enterasys team,” said John Iraci, Vice President of Enterprise Infrastructure at DJO. “Ultimately, that was what won and continues to keep our business. Not only do we save between 20 and 25 percent on total cost of ownership over other leading vendors, but we also have the security of knowing that any time we pick up the phone with a question or a concern, Enterasys will do whatever it takes to answer our questions or solve any problem—even those caused by other vendors’ equipment.”
About Siemens Enterprise Communications
Siemens Enterprise Communications is a premier provider of end-to-end enterprise communications, including voice, network infrastructure and security solutions that use open, standards-based architectures to unify communications and business applications for a seamless collaboration experience. This award-winning "Open Communications" approach enables organizations to improve productivity and reduce costs through easy-to-deploy solutions that work within existing IT environments, delivering operational efficiencies. It is the foundation for the company's OpenPath® commitment that enables customers to mitigate risk and cost-effectively adopt unified communications. Jointly owned by The Gores Group and Siemens AG, Siemens Enterprise Communications companies include Siemens Enterprise Communications, Cycos, and Enterasys Networks.
For more information about Siemens Enterprise Communications or Enterasys please visit www.siemens-enterprise.com or www.enterasys.com.
Note: Siemens Enterprise Communications & Co K.G. is a trademark licensee of Siemens AG. HiPath, OpenOffice, OpenScape and OpenStage, are registered trademarks of Siemens Enterprise Communications & Co K.G. or its affiliates. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders.
This release contains forward-looking statements based on beliefs of Siemens’ management. The words "anticipate," "believe," "estimate," "forecast," "expect," "intend," "plan," "should," and "project" are used to identify forward-looking statements. Such statements reflect the company's current views with respect to future events and are subject to risks and uncertainties. Many factors could cause the actual results to be materially different, including, among others, changes in general economic and business conditions, changes in currency exchange rates and interest rates, introduction of competing products, lack of acceptance of new products or services and changes in business strategy. Actual results may vary materially from those projected here. Siemens does not intend or assume any obligation to update these forward-looking statements.
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